Part of our lending decision is automated, and the outcome is authoritative — but it is never the final word if you disagree. Under Article 22 of the UK GDPR you have the right not to be subject to a solely automated decision that significantly affects you, and to ask for a person to be involved. This article explains how to use that right.
What you can ask for
- A human re-review. A member of the lending team re-examines the application, taking into account anything you want to add.
- An explanation. We will set out, in plain English, the main factors that drove the outcome. We cannot disclose model internals that would help someone game our fraud controls, but you are entitled to understand the reasons.
- A contest with new evidence. If something has changed or was missed, you can submit further evidence. Contests go to a senior underwriter who did not take the original decision.
How to ask
Open the support tab in your customer portal and tick the option that says your message concerns an automated decision. That routes it straight to the right team rather than the general queue. If you would rather not use the portal, you can email Support from the address registered to the account, or use the Forms & Requests page and tell us it relates to an automated lending decision.
How long it takes
We respond to a request about an automated decision within two business days. If your contest needs a senior underwriter to look at fresh evidence, we will tell you that and keep you updated rather than leave you waiting in silence.
What it does not do
Asking for a review does not count against you and does not affect any future application. It also has no effect on the director's personal credit file — this is business lending to the company, and asking us to look again is simply part of being treated fairly. A review may confirm the original outcome, adjust it, or change it; what matters is that a person genuinely looks.
If the outcome was a decline
A decline is meant to be honest and specific, not a closed door. As well as asking for a review, it is worth reading what happens if your application is declined, which covers the common reasons and how to come back with a stronger application. And if a smaller amount might have worked, see why your company might be offered less than it asked for.